ROLE PLAY – COMPLAINTS
Role A You have just purchased an expensive bottle of perfumes online. It has been two weeks since the order, but nothing has come yet. Complain to the seller about the situation. Role B You are the manager of an online shop. You have sent the product and have the confirmation, but you are not responsible for the delivery. You cannot afford to give refunds.
Role A You have just registered your credit card, but as soon as you did that, you realise your surname has been typed incorrectly. Explain the situation and demand on having your name changed. It is correct in your general tab, but it is incorrect in payment tab. Role B You are the person in the call center. Everything has been changed, so there is no need for the customer to ask for any changes.
Role A You have just had new printer delivered. Hardly had you started using it when you realized it does not work properly. Get in touch with the people who are responsible for the product. Role B You are the manager of the shop. You may supply the customer a new printer but it must be sent 200 km back to the shop and you must cover the cost of the deliver. The other solution is to get in touch with your local service.